- Evaluated agent performance across chats, tickets, and calls (Zendesk) using scorecards to ensure high-quality customer support via the Evaluagent platform.
- Designed and conducted online training sessions to improve agents’ skills and enhance user experience.
- Developed new workflow processes to optimize agent-client communication.
- Led regular “common mistakes” meetings, providing feedback and guidance for continuous improvement.
- Managed tasks and reporting using Google Sheets and Excel
- The team consisted of 20 agents. Together with the Team Lead, we jointly managed this team, each of us having our own responsibilities. Mine included leading team calls, conducting 1:1 meetings with agents to discuss their performance and other requests, tracking their success, and improving work processes to make their tasks easier.

- Handled customer inquiries via tickets, assisting users with questions related to our wellness app.
- Promoted and sold additional app features through upselling, contributing to customer retention and loyalty.
- Consistently achieved the highest monthly performance ratings.
- Recognized by management as the top-performing and most dedicated agent.

• Дотримання встановлених процедур і стандартів якості

- Delivered efficient customer support via chat, resolving diverse technical and general inquiries.
- Assisted clients with software, hardware, and platform issues, ensuring smooth experience.
- Consistently exceeded response time KPIs and earned top QA ratings.